Customer Relation Manager at Busy Mind Consult

Busy Minds Consult - Our client, a service provision firm with an exponential growth plan is seeking the services of an experienced professional to fill the position below:

Job Title: Customer Relation Manager

Location: Lekki, Lagos
Employment Type: Full-time

Responsibilities

• Must be able to identify opportunities to grow the Customer base and build positive relationships with the new client.
• Must be strategic and analytical when finding solutions to problems
• Ability to use findings to improve in areas of complaints
• Coach and train customer relations officers to display knowledge and confidence in engaging clients with respect to their clothing.
• Builds and trains team members to be able to accept higher responsibilities
• Mentors and build confidence in team members
• Ensure customer’s items are handled with the utmost care, attention to detail and all instructions are complied with.
• Ensure the credit policy of the business is maintained in dealings with items received from customers for cleaning.
• Follows up with the customers for prompt pick up and collections of monies. Ensuring the receivable value of the branch is maintained at 20% monthly
• Responsible for all monies collected as sales and ensures all are remitted accordingly to ensure customer satisfaction following laid down processes
• Review all sales activities for each day and address all issues and gaps immediately before signing
• Closely liaise with the accounts department on daily sales reconciliations, receivables report and garment stock takes exercise.
• Consistently Improves the sales of the branch through effective service delivery and business developments. Works at exceeding branch target.
• Ensures outstanding customer satisfaction by maintaining strong professional relationships with customers without compromising or breaching the laid down procedures and processes
• Guides and leads team members to deliver services that meet or exceed customer requirements. Leading by example.
• Manages and trains resources to ensure quality and consistency of service to customers.
• Provides proper refund and compensation to customers.
• Maintains complete and accurate customer correspondence data. Able to analyse data to provide information for management decisions
• Develops and updates Customers’ related reports. Ensures customer information on the system is updated and available when needed. Reports are collated, tracked and available when needed
• Effective communication and collaboration with internal teams (Technicians, engineers, Pressers, Quality Control Officers, etc.) to address customers’ needs in a timely manner
• Managing and retaining relationships with existing clients. Actively retaining 80% of its customers
• Deliberately takes calculated actions and decisions which increases the client base of the respective branch
• Able to measure and report successes and areas needing improvements

Requirements

• A minimum of BSc / HND Social Sciences,CICRM
• Minimum of 7 years experience in the banking industry, FMCGs or related industry
• 3 years of managerial experience
• Background in Customer service; Dry cleaning/Laundry knowledge is a plus.
• Experience with design and implementation of business development strategy
• Excellent communication and negotiation skills.
• Conflict resolution
• A customer-oriented attitude and Problem-solving aptitude

Salary
N200,000 / month

Application Closing Date
23rd February, 2021.